Provides first-line and second-line customer support for a legal practice management and accounting SaaS platform. Manages ticket queues, live chats, emails, phone calls, and screen-sharing sessions; investigates root causes, resolves issues, escalates appropriately, documents product knowledge, and keeps customers informed. The role prioritizes service-level agreements, customer satisfaction, response times, resolution rates, and collaboration across geographically distributed support, customer, and development teams.